What are the responsibilities and job description for the Senior Service Desk Support Analyst position at Intuit?
Are you looking to join a fast paced, dynamic team where you can put your
interpersonal skills to use while solving technical problems for our senior leadership
team? Intuit is looking for a dynamic and customer-focused Desktop Support Analyst
for Executive Support in their Mountain View headquarters. If you love working in a
culture of lean experimentation and rapid iteration, we've got a challenge for you!
The analyst must combine an understanding of the latest Mac & Windows technology with firsthand
experience. In addition, this Analyst will be looked upon as the ‘go to’ lead technical
resource for any and all IT related support requests, e.g. exchange mail/calendar,
mobile devices, desk phones, collaboration and communication services. Excellent
communication and interpersonal skills combined with superior technical skills are
essential to providing a “white-glove” level of support to the senior executives.
Responsibilities
• Serve as primary support analyst for Executive Leadership and
Executive Assistants who require complex desktop, remote, video conference
and event support.
• Ability to analyze and troubleshoot complex software, hardware and connectivity
issues as well as recommend and implement corrective solutions.
• Work on complex and highly confidential/sensitive assignments that will include
drawing in of specialized expertise whenever necessary, normally receiving no
instructions on routine work or general instructions on new assignments.
• Key participant in global projects requiring detail oriented, highly collaborative,
analytical, results driven approach while keeping key stakeholders informed
• Must possess excellent customer service skills and ability to interact
professionally with diverse executives, managers and subject matter experts
• Ability to respond quickly, understand & articulate root cause on customer issues;
proactively provide advice to prevent future service incidents.
• Ensures established SLAs are met or exceeded specific to response and
resolution times
• Contribute to Knowledge Base and keep process documentation up-to-date.
• Proactively take on projects and initiatives with minimal to no supervision.
• Often become escalation point and take over issue resolution from an Analyst 1
or 2 if the problem cannot be quickly resolved or requires specialized technical
knowledge beyond the Analyst 1 or 2 skills. May act as a “specialist” in a
particular discipline.
• Provide input to senior executive assistants on processes and Technology
roadmaps for executive needs, including travel and other offsite engagements
• Act independently to determine methods and procedures on new assignments
and may supervise the activities of a limited number of other nonexempt
employees.
Qualifications
• Minimum 5-7 years of Desktop Support 3 / Team Lead experience with at least 2-3
years of direct senior level Executive Support for both PC and Mac required.
• Minimum of an Associate's Degree in a computer technology or equivalent from two-
year College or technical school.
• Advanced knowledge of Exchange Mail & Executive Scheduling / Calendars, Active
Directory, Software Distribution Systems, and related technologies.
• Advanced knowledge (based on both training and on-the-job experience) of a wide
range of computer systems software, applications (including MS Office suites),
hardware, PC and OSx operating systems, and communications.
• Advanced knowledge of network computing in a Windows & OSX environment &
working knowledge of networking fundamentals.
• Strong experience with video conferencing technologies and collaboration tools &
platforms, e.g. Cisco, Poly, Slack, Box, Google Suite
• Preferred certifications: ITILv4, ACMT, CCT, CompTIA
• Support experience in a corporate enterprise environment medium to large company
(7000 employees)
• Outstanding ability in problem solving, diagnosis and troubleshooting skills
• The ability to work under pressure and multi task in a fast paced environment is a
must.
• Excellent verbal & written communication skills, superior customer handling skills
and the capacity to work with minimum supervision.
• Ability to work independently and within a team environment; taking and following
directions and completing tasks and assignments in a timely manner and with a
positive attitude.
• Strong interpersonal/communication skills with the ability to communicate with
technical and non-technical users effectively.
• Familiarity with encryption and security tools and triaging within this environment.
• Occasional travel and overtime (early morning, evenings, weekends) may be
required to support offsite meetings or after-hours emergencies.
Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-
year, Intuit has been recognized as a best employer and is consistently ranked on
Fortune’s “100 Best Companies To Work For” and Fortune World’s “Most Admired
Software Companies” lists. Immerse yourself in our award winning culture while creating
breakthrough solutions that simplify the lives of consumers and small businesses and
their customers worldwide.
Intuit is expanding its social, mobile, and global footprint with a full suite of products and
services that are revolutionizing the industry. Utilizing design for delight and lean startup
methodologies, our entrepreneurial employees have brought more than 250 innovations
to market – from QuickBooks®, Quicken®, and TurboTax®, to GoPayment, Mint.com,
big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these
customer-driven innovations mean limitless opportunities for you to turn your ingenious
ideas into reality at Intuit.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:
Bay Area, California: $59.00 - $80.00
Salary : $59 - $80